Genesys Cloud
Enhanced voice consult experience and new digital warm transfer feature
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-04-28 | - | Aha! link |
In a future release, Genesys Cloud will enable agents that handle messaging interactions to consult with colleagues before they transfer the customer. This new capability aligns the messaging experience with voice interactions, brings collaboration tools to digital channels, and is only applicable to customers who use the Multipanel Agent Workspace. Previously, agents working in messaging channels had no formal way to communicate internally before transferring a customer.
With the upcoming update, agents can start an internal consult within the same messaging interaction via a new discussion panel. This update allows them to:
- Ask a colleague for input before transferring
- Share background on the customer’s issue
- Confirm the second agent’s availability
- Choose to complete the transfer or cancel it based on the consult
The consulted agent will also see the ongoing customer conversation, giving them immediate context and enabling a smoother transition. For more visual information, see the following sections.
Click the image to enlarge.
Click the image to enlarge.
Click the image to enlarge.
In addition, the updated experience for voice consultations will include clearer details; for example, the consulting agent’s name, the duration of the consult, and which party is on hold, along with new, dedicated call controls. This change improves first contact resolution, makes better use of subject matter experts, and gives agents more flexibility in managing their workload, all while reducing effort for customers who must no longer repeat themselves. For more visual information, see the following sections.
Click the image to enlarge.
Click the image to enlarge.
Click the image to enlarge.
Click the image to enlarge.
